Complaints and how we handle them
A complaint is information, not trouble. When something on Spirit AI does not work the way you expected, we want to hear it through a clear process, with deadlines we keep and people who answer by name.
This page explains the purpose of our complaints procedure, how to lodge a complaint properly, what happens at each stage, the timelines that apply, and what you can do if you are not satisfied with our final answer. The procedure applies to every client of the platform, regardless of plan level or account size.
The process, step by step
Send your complaint
Write to [email protected] with the subject "Complaint". State what happened, when it happened and what outcome you consider fair. You receive a reference number by return email.
Acknowledgement and triage
Within one business day we confirm receipt, name the person handling your case and, if anything essential is missing from your message, ask for it once, clearly, in a single list.
Investigation
The handler reviews your account records, the audit log and any relevant communication, and may contact you for clarification. Complex cases, for example those involving exchange execution, can take longer, and we tell you why when they do.
Answer and remedy
You receive a written answer stating the facts we found, our conclusion and, where the complaint is justified, the concrete remedy: a correction, a refund of a charge, or compensation where the facts support it.
Escalation, if needed
If you disagree with the answer, you may ask for the case to be reviewed by a senior manager who was not involved in the first decision. This second review is the final stage of our internal process.
What you should provide, and what not to send
Help us help you by including: your registered name and email, the approximate date and time of the event, the transaction or strategy involved, screenshots if you have them, and the outcome you are asking for. Please never include in an email: your password, your one time codes, your full card number or your MoMo PIN. No legitimate complaint needs any of those.
Timelines
Standard complaints are acknowledged within one business day and answered within ten business days of receiving a complete file. Where an answer will genuinely take longer, you receive a holding update at least every five business days stating what is still being checked. Escalated reviews are concluded within ten business days of the escalation request. Anonymous or abusive messages are not processed as complaints, but a name plus an email address is enough; nobody needs to shout to be heard.
If the internal process does not settle it
When the senior review ends and you still consider the matter unresolved, you may raise it with the independent bodies relevant to the subject matter of your complaint in Ghana, including the Data Protection Commission for matters concerning your personal data. We will provide, on request, the reference details of your case file so the receiving body can examine what we examined. We state the applicable route honestly rather than pretending every process ends with us.
Our commitments to you
Transparency: every answer states the facts found, including the ones that do not favour us. Confidentiality: complaint files are seen only by the staff handling them. Objectivity: handlers are not paid or graded on rejecting complaints. Communication: you always know who holds your case and when the next update comes. Remedy: when we are wrong, we fix the harm, not just the wording. Learning: complaint causes are reviewed monthly so the same failure does not repeat.
Contact for complaints
Send every complaint to [email protected] with the subject "Complaint", or by post to Airport City, Accra, Ghana, marked for the attention of the Client Support and Compliance Team. Complaints by telephone are written up and confirmed to you by email so nothing depends on memory. Support operates Monday to Friday, 8:00 to 18:00 GMT (excluding public holidays).